Reservations Agent - Beauport Hotel

Summary: The Reservations Agent at Beauport Hotel Gloucester is responsible for providing outstanding service to all guests of the hotel. This position will book reservations for guest rooms, take all incoming calls, and answer all needs of guests and visitors.

Responsibilities:

Essential functions of the position are below. Additional duties may be assigned as required.

Reservation Management:

• Accurately book and confirm guest room reservations via phone, email, and online platforms.
• Provide detailed information about room rates, packages, promotions, and availability.
• Modify or cancel reservations as requested, ensuring accurate records in the system.
• Maintain knowledge of hotel room types, services and amenities.

Guest Service:

• Respond promptly and courteously to all incoming calls, addressing guest needs and inquiries.
• Offer personalized recommendations and solutions to enhance the guest experience.
• Offer detailed information on local attractions, transportation options, and hotel amenities to enhance the guest stay.
• Handle guest concerns or complaints with professionalism and empathy, escalating issues to management when necessary.
• Assist with special requests, such as room preferences, special occasions, or accessibility needs.
• Proactively reach out to guests before arrival to confirm details and personalize their experience.
• Coordinate with housekeeping and maintenance teams to ensure rooms are prepared according to guest preferences or special needs.

Communication and Coordination:

• Collaborate with other hotel departments, including front desk and housekeeping, to ensure a smooth guest experience.
• Relay important guest information, such as late arrivals or special instructions, to the appropriate teams.
• Maintain accurate records of all reservations and guest interactions in the hotel's reservation system.
• Follow company policies and procedures for billing, payment, and confidentiality of guest information.

Physical Demands and Work Environment:

• Ability to sit for long periods of time, as well as the ability to stand and walk as needed during shift.
• Ability to lift up to 30lbs.
• Hotel property with 94 Guest Rooms.
• Work will primarily take place in front of house hotel areas, public spaces, incl. lobby and front desk work areas.
• Requires ability to work in small space and be in close proximity to coworkers.
  

The Beauport Hospitality Group is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.

Experience and Skills:

Qualifications:

• At least 2 years customer service experience, hotel environment preferred. Additional experience in a call center or sales environment helpful.
• Professional and confident verbal communication skills.
• Ability to work a flexible schedule, including nights, weekends, and holidays.

Job Benefits:

Eligible to participate in Beauport Hospitality Group's Full Benefit Package.

From: Cruiseport Gloucester LLC